Senior Support Specialist - Information Systems (SaaS)

TL;DR

Senior Support Specialist - Information Systems (SaaS): Providing reliable support for internal information systems and managing user access with an accent on complex troubleshooting and system stability. Focus on resolving high-impact incidents, mentoring junior specialists, and improving support workflows across Salesforce and Zendesk.

Location: Permanent Work from Home (Must be based in the Philippines)

Company

A cloud commerce platform that helps merchants simplify, scale, and provide exceptional customer experiences through a unified commerce solution.

What you will do

• Lead mission-critical troubleshooting to isolate and resolve complex bugs with speed and accuracy.
• Manage the resolution of high-impact incidents as the final technical filter for Level I and II tiers.
• Oversee the creation of high-quality technical documentation, Salesforce troubleshooting frameworks, and internal guides.
• Act as a formal mentor to other IS Support specialists to elevate the team's technical literacy.
• Bridge the gap between technical squads and customer-facing teams to ensure alignment on investigations.
• Collaborate across IS, IT, and Product squads to accelerate root-cause investigations.

Requirements

• Proven experience in high-velocity environments with strong multitasking and prioritization skills.
• Experience in SaaS administration, specifically with Salesforce and Zendesk.
• Proficiency with enterprise tools such as Jira, ServiceNow, Gong, and Outreach.
• Background in a formal support role acting as a Subject Matter Expert (SME).
• Must be located in the Philippines.

Culture & Benefits

• Permanent work from home setup with optional coworking space access.
• HMO coverage for the employee and two dependents.
• 15 vacation days and 10 sick leaves.
• Monthly food and work-from-home allowances.
• Annual health and wellness benefit and free LinkedIn Learning license.
• Access to mental health support and coaching services.

Hiring process

• The entire process is conducted remotely via Zoom or Google Meet.